Tenisha Dunlap
Charlotte,NC
Summary
Financial Services Professional with a strong track record of successfully managing heavy caseloads in the insurance and retail industries. Demonstrated proficiency in servicing clients and financial professionals, effectively communicating complex technical concepts, driving continuous improvement, and achieving business goals while maintaining adherence to laws and regulations. Resourceful individual willing to provide the attention and education customers need to ensure a positive financial experience.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Executive Customer Relations Case Manager
Lowes
Charlotte, NC
02.2023 - Current
- Manage complex and highly sensitive customer issues through cases escalated to the Executive Office
- Analyze root causes of customer issues to develop a plan of action for resolution
- Respond to outside agencies such as Attorney Generals, Better Business Bureau, Law Firms and Media Outlets regarding cases
- Conduct case review meetings to discuss complex cases and resolution decisions.
- Partner with store leadership, services providers and vendors to bring resolution to cases.
Insurance Operations Coordinator
Barnum Financial Group
Shelton, CT
07.2020 - 07.2023
- Oversaw Transition Solutions Program operations while maintaining team caseload of 100+ clients with precision
- Supported application process for insurance products, including pre-decision, application, and underwriting
- Managed team pipelines via Salesforce, certifying case follow-up
- Presented weekly pipeline updates
- Coordinated communications between team members and departments
- Implemented process improvements to increase efficiency in department operations
- Guided employees on how to handle difficult questions or problems.
Project Support Professional
Lowes
Charlotte, NC
05.2022 - 02.2023
- Partnered with stores, service providers and vendors to resolve outstanding issues needed for project completion
- Facilitated initial contact with customer and service providers to verify project scope and ensure alignment with targets
- Processed debits to vendor and provider accounts due to installation errors and product deficiencies when needed for compensation to customers
- Monitored project timelines and flagged any potential delays or deviations from plan early on
- Resolved post-project work order issues effectively
- Completed compliance tasks related to permits and lead safe practices.
Branch Operations Specialist II
Wells Fargo
06.2015 - 12.2019
- Supported daily operations of Financial Advisors and Client Associates in 13 branches
- Processed deposits and disbursements of client funds and/or securities
- Processed trade corrections, work with equity and option trade desk to correct trade errors
- Placed trades and made deposit corrections
- Responsible for compiling monthly branch reports for Market Admin Manager
- Sent blue sky, non-solicitation and security concentration letters to clients per compliance
- Served as Branch Event Coordinator.
Bank Teller
Wells Fargo
03.2014 - 06.2015
- Processed various financial transactions
- Maintained and balanced cash receipts
- Provided excellent customer service
- Assisted Lead Teller with vault tasks.
Customer Service Rep III
Wells Fargo
11.2012 - 03.2014
- Arranged itinerary, prepared travel and managed calendar for Branch Manager, Sales Manager and 11 Loan Officers
- Coordinated Meetings, Training Sessions and Networking Events
- Assisted Area Admin with new hire onboarding and employee termination tasks
- Assisted Branch Manager with recruiting tasks, i.e., sourcing
- Compiled and distributed recruiting materials and scheduled interviews
- Assisted Branch Manager with preparation for performance reviews and other personnel meetings
- Ran marketing campaigns for Mortgage Consultants
- Conducted internal audits in preparation for external branch audits
- Processed bills for payment and refunds to borrowers
- Managed branch expansion project.
Compliance Specialist
LPL Financial
Charlotte, NC
06.2010 - 03.2012
- Coordinated monthly departmental training sessions and meetings.
- Monitored onboarding of new registered and non-registered representatives.
- Facilitated incoming advisor training and orientation. Compiled information for rep reviews and office visits.
- Reviewed and approved final submission of advertising pieces received from field advisors to ensure they met compliance requirements
- Monitored correspondence sent by field advisors to clients.
- Managed multiple projects assigned by supervisory principals, compliance managers and AVP of Home Office Supervision.
Senior Retirement Accounts Specialist
LPL Financial Services
Charlotte, NC
05.2006 - 06.2010
- Conducted research and provided problem resolution concerning qualified retirement plans and individual retirement accounts.
- Communicated operational and financial industry policies and procedures to financial advisors.
- Performed statistical analysis to identify trends and collaborated with management to develop resolutions.
- Trained new hires and team members.
- Processed full and partial contributions and distributions from various retirement account types via check, journal, ach and federal funds wires. Processed tax code corrections.
- Managed workflow and handled various supervisory functions as needed.
Skills
- Salesforce
- Microsoft Office Suite
- Attention to Detail
- Complex Problem Solving
- Analytical Thinking
- Risk Management
- Strategic Thinking
- Decisive Decision-Making
- Research Abilities
- Client Relationship Building
- Process Improvement Strategies
- Operational Excellence
Certification
Licensed Life Insurance Agent- NC, 2023
Timeline
Executive Customer Relations Case Manager
Lowes
02.2023 - Current
Project Support Professional
Lowes
05.2022 - 02.2023
Insurance Operations Coordinator
Barnum Financial Group
07.2020 - 07.2023
Branch Operations Specialist II
Wells Fargo
06.2015 - 12.2019
Bank Teller
Wells Fargo
03.2014 - 06.2015
Customer Service Rep III
Wells Fargo
11.2012 - 03.2014
Compliance Specialist
LPL Financial
06.2010 - 03.2012
Senior Retirement Accounts Specialist
LPL Financial Services
05.2006 - 06.2010
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